Customer Success Manager - escalation handling (remote)

Lumen Vista Markets is a Baltimore retailer with stores, a distribution centre and online ordering, and we need a Customer Success Manager to lead our escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on online orders issues. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Two or more years in customer success, account management or service. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with supplier deliveries. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Baltimore. • We reply to every applicant.